Agoda - Charged by AGODA for a service that was not provided

Agoda Booking ID *********

I had made a reservation through Agoda and received a confirmation for two rooms to accommodate * adults at YADUVANSHI GUEST HOUSE, Varanasi from ** March **** to ** March ****.

However, when I contacted the hotel * hrs. prior to check in time, I was informed that all Agoda reservations were cancelled and reached Agoda for further clarification. I have contacted customer service via chat and reported the matter. (Available in chat log date: **th March **.** pm). Customer support mentioned that he understood the problem, but he has no answer for me. I am enclosing a screenshot of the chat soon after the hotel's refusal to accommodate me.

I had no other option but to make alternate arrangements at the last minute, which caused me considerable inconvenience and additional expenses. I had to make emergency arrangements for my stay and booked another hotel TRUPTI and incurred an expenditure of Rs.****.**.

Despite this, I was charged INR *,***.** by AGODA for a service that was not provided to me by debiting my credit card.

On ** March **** I sent an email disputing the amount charged.

On * April **** I received reply “after your checkout date, there is little we can do to help you find a suitable solution as we cannot work further with the accommodation to assist you. We encourage you to get in touch with our Customer Service as soon as you can during your stay.”

On * April **** I sent email citing that I reported Agoda customer service soon after hotel refused admission. (Attached * document proofs). I received mail “We have been in touch with the property and are negotiating your case with them directly.”

On ** April I received mail citing” The hotel has advised us that you were able to check in to the hotel and stayed for a duration of * nights out of the * nights booked.
The hotel also informed that there was no payment made by you for this booking.”

On ** April I sent email Denying the fact that I stayed at YADUVANSHI GUEST HOUSE. I received a reply “Due to this booking is a pay-at-hotel booking, we will require some additional documentation. Please provide us with bank statement.”
Each time I answer their Query a new person represents Agoda customer service with another reason asking for copies of documents. This seems to be a delaying tactic.

Please help me in this matter and get the matter resolved.